Maharashtra Natural Gas [Mngl] — late payment charged despite not getting bills

My request # ‭10426272‬ and 10426876
Pending resolution from sept 2019

When i had applied for the connection i had clearly stated that i need soft copy as i travel. I was not getting bills in hard copy or soft copy nor sms alerts. Calling helpline did not help as they would always say that they have taken up the issue and it will resolved. Finally after getting fed up i walked in their pune office. I was made to meet a representative. I clearly told that i neither got hard copy bill nor the soft copy bill and even sms were not send

So why penalise me for their faults?

Kindly help get me late payment fee reversed